Refund Policy

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service is not supplied with due care and skill, is not fit for the purpose you told us about, or is not delivered within a reasonable time, you have rights regardless of anything in this policy.

• Major failure — you may cancel and receive a refund for the unused portion, or keep the work and seek compensation for the drop in value. You may also claim compensation for other reasonably foreseeable loss.
• Minor failure — we will fix the problem within a reasonable time. If we do not, you may seek a refund.

Nothing below limits these rights.

Production starts when we have your payment and a complete brief. If you cancel before an editor has begun, you get a full refund, no questions asked. Email contact@launchstudio.com.au with your order reference.

If you pay and never send a brief, your order stays open and fully refundable for [90 days]. We will email you before that period ends.

Each order is made to your brief and cannot be resold, so we do not refund for change of mind once editing has begun. What we do instead:

• It isn't what you asked for. Tell us what is wrong within 7 days of delivery and we will re-edit it at no charge until it matches the brief you gave us.
• We can't get it right. If after a reasonable re-edit the work still does not match your brief, you get a full refund and we withdraw the licence to use the files.
• We deliver late. If we miss the quoted turnaround through our own fault and the delay matters to your campaign, you may cancel for a full refund.
• We can't use your photography. If the images are too low-resolution or too few to work from and you cannot supply better ones, we cancel and refund in full.

A revision fixes work that does not match the brief you gave us. A new brief — a different property, a different angle, a change of mind about the concept — is new work and is quoted separately. Professional orders include one revision round; further rounds are quoted before we begin.

• Change of mind once editing has begun, except as set out above.
• Dissatisfaction with the underlying property photography, where we have worked competently with what was supplied.
• Commercial outcomes — we cannot guarantee views, enquiries, or a sale price.
• Orders cancelled after delivery because the property sold, the listing was withdrawn or the campaign changed.
• Work stopped because material you supplied breached the warranties in our Terms of Service. In that case we refund any portion not yet produced.

Email contact@launchstudio.com.au with your order reference (it starts with LS-) and what went wrong. We acknowledge within one business day and decide within five business days.

Approved refunds are returned to the original payment method through Stripe. Your bank typically takes a further 5–10 business days to post the funds, which is outside our control.

Please talk to us before disputing a charge with your bank. A chargeback freezes the order and takes far longer to resolve than an email to us. If you have already lodged one, tell us so we can respond to your bank promptly.

If you are not satisfied with our response, you can contact the consumer protection agency in your state or territory, or the Australian Competition and Consumer Commission at accc.gov.au.